Job Title

Human Resources Helpdesk Administrator

Job Description Summary

This individual will act as front-line point of contact for employee inquiries which include but not limited to Benefits, Payroll, Compensation, Regulatory & Compliance, Employee Relations, Information Technology, Talent Acquisition, Talent Management, HRIS, Procurement and Accounts Payable functions. He or She will be responsible to coordinate and maintain the full employee life cycle within the standard company processes and various platforms.

Job Description

KEY ACCOUNTABILITIES

Responsible for one or more of the following:

• Entry-level HR Advisor in large and complex organization supporting US Employee base

• Responsible to provide Shared Services Tier 1 level support

• Knowledge and expertise of all HR matters across the entire employee life-cycle, from hire through retire and across complex business

• Respond to questions regarding standard HR procedures and practices to support Managers and Employees

• Advise and direct Managers on steps to correctly execute Manager Self Service (MSS) transaction in Workday

• Provide high-level customer service to all internal and external clients across all levels and business lines, including but not limited to answering phone calls, chat, and email inquiries within required SLA.

• Collaborate and liaise with various stakeholders and HR Centers of Excellence, in order to support COE work within Tier 1.

• Provide guidance and support to Employees with full-cycle employee transactions in Workday

• Effectively manage workload within HR ticketing system

• Meet standard Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

• Communicate successfully using multiple types of technology – email, phone, messaging, etc.

• Maintain direct ownership of tasks/projects

• Provide satisfactory and accurate answers/resolutions to employee’s inquiries and concerns

• De-escalate situations involving dissatisfied employees

• Provide updates, follow ups, and information depending on employee’s concern/issue.

JOB REQUIREMENTS & QUALIFICATIONS

• Bachelor’s degree (preferred)

• 2+ years of professional or related experience with demonstrated ability to handle sensitive employment information (or any similar combination of education and experience)

• Experience with Workday preferred

• Strong customer service skills

• Enjoy working in a very fast paced environment

• Organized; detail oriented; versatile

• Demonstrates critical thinking, exceptional interpersonal skills, and problem-solving ability

• Demonstrates strong verbal/written communication skills

• Demonstrates sense of urgency, prioritization, flexibility, and adaptability

• Proven record of excellent internal and external customer service

• Ability to work independently and demonstrate ownership of job tasks

• Amenable to work on night shift and/or shifting schedule

JOB PHYSICAL REQUIREMENTS

• Involves work of a general office nature; typically includes extended periods of sitting and/or operation of a computer for up to 8 hours a day. (Hybrid Setup)

• Regularly required to talk, hear, and use hands and fingers to write and type.

• Regularly required to wear headsets when required to take in calls.